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Project
The effect of linguistic wrapping on customer outcomes. A closer look at interpersonal strategies in German and UK B2C complaint management.
This research project builds on the observation that more light needs to be shed on the influence of language in service contexts. Focusing on a German and UK B2C setting, it intends to study how interpersonal strategies and their linguistic realizations in organizational e-mail replies to complaints impact customer outcomes such as justice perceptions and satisfaction.
Date:1 Jan 2017 → 31 Oct 2021
Keywords:customer satisfaction, language in service, complaint management
Disciplines:Other languages and literary studies, Media studies, Language studies, Linguistics, Theory and methodology of linguistics, Other media and communications, Literary studies, Communication sciences, Journalism and professional writing